Senior Manager, Customer Success

About Reality Defender

Reality Defender is an American-built enterprise startup pioneering dual-use deepfake detection across audio, imagery, video, and text. From being a Y Combinator graduate, Comcast NBCUniversal LIFT Labs alumni, backed by DCVC, RSA Sandbox Challenge Winner 2024, and ElevenLabs partner, Reality Defender has the most groundbreaking offering for comprehensive deepfake detection. Our customer ranges from governments to Fortune 50 financial institutions to media companies, each with their own unique use cases for how deepfake detection is deployed in their workflows.

Role

The Senior Customer Success Manager is a strategic leadership role responsible for developing and executing a comprehensive customer success strategy aligned with the company’s overall business objectives. You will build out the framework for a high-performing customer success team by firstly acting in the roll and use what you learn to ensure customer satisfaction, retention, and build expansion. You have seen what works and what doesn’t and now you’re ready to take your expertise to the next level and build out the structure of the department.

Responsibilities

• Develop and implement a framework for customer success, including defining key performance indicators (KPIs), and success metrics.

• Partner with go-to-market teams to run effective pilots, build business cases, and ensure strong initial impressions with prospective customers.

• Develop working technical knowledge of integration best practices and pitfalls, and speak confidently about deployment and usage.

• Drive customer retention through proactive account management, early warning systems, and effective customer issue resolution.

• Identify and capitalize on upselling and cross-selling opportunities to increase customer lifetime value.

• Cultivate strong customer relationships and become a trusted advisor to executive-level stakeholders. Entice thought-leadership and case studies.

• Continuously improve customer success processes and leverage technology to enhance efficiency and effectiveness.

• Utilize customer data to identify trends, measure performance, and inform strategic decision-making.

• Partner closely with sales, marketing, product, and engineering teams to deliver exceptional customer experiences.

About You

• Proven track record as a leader in customer success at a successful B2B SaaS or PaaS company leveraging ML models.

• Possess a bias for action and are obsessed with retention, expansion, and customer development.

• Proven ability to grow accounts by systematically finding ways to expand usership and/or build technical products into customer workflows

• Strong leadership and people management skills, with experience building and scaling high-performing teams.

• Demonstrated ability to develop and execute successful customer success strategies (been in Customer Success at a successful B2B software startup (Series A-C)).

• Exceptional communication and interpersonal skills, with the ability to influence at all levels of an organization.

• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.

• Experience with CRM and customer success platforms.